Grievance Redressal

We at Edelweiss Retail Finance Limited (“ERFL/Company”) are committed to serve to make our client’s experience a rewarding one at our Company. ERFL’s Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior.

We ensure prompt redressal of all complaints and use it for effecting necessary changes to improve the services further. In case of any complaint/grievance, the borrowers / customers including the applicants with disability (ies) may contact through any of the following channels.

First Level: The borrowers can directly approach the Branch Manager and enter his/her complaint/grievance in the compliant register maintained at the branch. The concerned Branch Official shall guide the borrowers who wish to lodge a complaint. The borrower may also lodge complaints / grievances at the following email id : assistance@eclf.com

Second Level: The borrower / customer can also approach Grievance Redressal Officer at the following address :-
Mr. Ragvan TR
Edelweiss Retail Finance Limited
Ground Floor, Tower 3, Wing B, Kohinoor City Mall, Kohinoor City, Kirol Road, Kurla(W), Mumbai – 400070
Email id: grievances@eclf.com
landline no: +91 22-43428056 Monday – Friday (10 a.m. to 5 p.m.)

Grievance Redressal Officer shall endeavor to provide the borrower / applicant with the resolution / response to the queries / complaints / grievances received as earliest as possible.

Third Level: If the Complaint / grievance is not redressed within a period of one month, or / and the complainant is not satisfied with the reply,
the borrower / customer / complainant may appeal to the Ombudsman, Reserve Bank of India at
https://cms.rbi.org.in/ :-

as per the RBI Integrated Ombudsman scheme vide Ref.
CEPD. PRD. No.S873/13.01.001/2021-22 dated November 12, 2021.

Grievance Redressal Mechanism – Investors

In case of any complaint/grievance, the investors may contact through the following channels:

Level 1	The investors can directly approach the Registrar and Share Transfer Agent (RTA) for any grievance by sending an email to RTA K Fin Technologies Limited : einward.ris@kfintech.com Link in time India Pvt Ltd : bonds.helpdesk@linkintime.co.in Kindly mention your PAN number in all the correspondence. A valid request only from the investor will be considered and responded by the RTA. Kindly note that the TAT of KFIN RTA for response is 7 working days for emails and physical letters is 15 working days. The investors can also write letter to the RTA at the following address: KFin Technologies Limited Registrar to the Issue-NCD-Public Issue Selenium Building, Tower-B, Plot No 31 & 32, Financial District, Nanakramguda, Serilingampally, Hyderabad, Rangareddi, Telangana- 500 032 www.kfintech.com Link Intime India Private Ltd Registrar to the Issue-NCD Private Placement C 101, 247 Park,L B S Marg, Vikhroli West, Mumbai-400 083. Tel No.: +91 22 4918 6000 Fax No.: +91 22 4918 6060 www.linkintime.co.in
Level 2	The investors can escalate their grievances to the Company Secretary & Compliance Officer by writing email to the following Email id : investorgrievances@eclf.com or can alternatively write a letter at the following address: Company Secretary & Compliance Officer Tower 3, Wing ‘ B’, Kohinoor City Mall , Kohinoor City, Kirol Road, Kurla (west), Mumbai – 400070 Tel: +91 (22 4272 2200)
Level 3	If the investor is not satisfied with the response received from the RTA or the Company they can file a complaint with SEBI through logging in to SCORES Portal at https://scores.gov.in/
Level 4	If the investor is not satisfied with the redressal provided on SCORES, they can opt for Online Dispute Resolution (ODR) Portal pursuant to SEBI Circular no SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/145 dated July 31, 2023. The circular can be accessed by clicking on the following link: https://www.sebi.gov.in/legal/master-circulars/aug-2023/online-resolution-of-disputes-in-the-indian-securities-market_75220.html The investors can opt for initiating ODR proceedings by logging in and filing application on the following portal: https://smartodr.in/login SEBI ODR Filing Flowchart

Fair Practice Code & Ombudsman Scheme

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